Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rumana Shaikh

Rumana Shaikh

Gurugram

Summary

Detail-oriented professional with exceptional communication and time management skills. Demonstrated ability to handle multiple tasks effectively in fast-paced environments. Proactive problem-solver with a keen eye for detail and a strong dedication to task completion. Known for going above and beyond to ensure successful task accomplishment.

Overview

8
8
years of professional experience

Work History

Flight Attendant, Customer Service Trainer

SpiceJet LTD
12.2016 - 09.2020
  • Provided reassurance and comfort to passengers during flight turbulence and when there were delays
  • Demonstrated and clearly explained safety processes and emergency procedures to passengers before takeoff
  • Attended training sessions in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures
  • Ensured that communication was shared promptly between the flight deck and the cabin crew
  • Was recognized and rewarded as the 'Crew of the Month' twice in my tenure of a flight attendant
  • Was promoted as the youngest In Flight Trainer in the organization within a short tenure of flying experience
  • Held presentations, workshops for the whole In Flight training team of the organization with regards to classroom trainings.

Technical Support Advisor

Dell Technologies, Concentrix
09.2020 - 06.2021
  • Conducted regular security backups on systems and software, keeping computers free from hacks or threats
  • Asked customers targeted questions throughout troubleshooting to determine smart solutions
  • Helped customers set up new systems, computers, applications, and software
  • Installed and set up applications for clients, including anti-virus software and Microsoft Office
  • Comminuted technical computer information to non-technical audiences through easy-to-understand presentations and demonstrations
  • Provided clear and concise step-by-step technical support
  • Responded to customer emails, calls regarding technical malfunctions and issues to fix remotely.

Senior Account Protection Specialist

American Express
06.2021 - 03.2023
  • Thoroughly investigated suspicious activity and potential fraud
  • Maintained up-to-date knowledge of current fraudulent practices and tools
  • Met and endeavor to exceed metrics on transactional quality, compliance regulations and productivity as per goals
  • Based on customer demands, highlight issues through feedback and recommend changes in workflows, procedures, and service levels
  • Handled inquiries via email to address customer inquiries and concerns within service level agreement (SLA) as set by the company
  • A SPOC for my team for the EEAT to keep a track of lost hours and ensure monthly leave tracker for leaves management, conduct birthday surprise activities
  • Extended support for the OJT batches to assist them in time of need for their second week on live calls
  • Went the extra mile to ensure card members are given appropriate solutions in times when they needed extra support and ensuring to reach out to the relevant teams within the organization to keep a follow-up
  • First one to clear the training and certification from OJT, bagged the Highest number of Compliments, Highest number of OSAT, Lowest AHT certificates
  • A CEAT SPOC, responsible for conducting creative Colleague Engagement activities across the network partnering/ collaborating with different departments
  • Conducting RNR's quarterly and yearly
  • Thinking out of the box, creating ideas together to conduct activities
  • An Escalation Specialist: Handling Escalation calls, providing extended support as a Subject Matter Expert for the Floor
  • Handling high call volumes as per requirement
  • Collaborating with different teams to go the extra mile to provide an immediate solution to our Card Members in urgency
  • Won the Leaders' Choice Award for the 'Rising Stars' category (2022)
  • Leaders' Choice Award for the 'Best Escalation Specialist' category (2023)
  • Favorite Blue Box Value, 'We Respect People'.

Team Assistant

American Express
03.2023 - Current
  • Assembled components with minimal supervision, exceeding expected project milestones.
  • Spearheaded new employee onboarding processes, fostering a welcoming environment for all new team members.
  • Expedited decision-making processes by governing comprehensive reports/ meetings for executive review.
  • Managed travel arrangements and agendas for senior leaders, ensuring cost-effective solutions and smooth itineraries.
  • Stakeholder management- working, interacting with key stakeholders regarding business requirements.
  • Facilitated successful meetings by preparing agendas, recording minutes, and following up on action items.
  • Active member with PRIDE in managing yearly events in India Campus.
  • Member with Emergency response team with American express as a "Warden" for safety purposes.
  • Leading the very first initiative " GCFO Career Fair " 2024, where we had stakeholders from over 16 key Business units and departments from Global Servicing.
  • Create communications for colleague engagement and designing logos for projects with the Global fraud team.
  • Active volunteer for GREWE Safety team participating in yearly events at different American express locations within gurugram.
  • Leading SPOC for all colleague engagement activities- planning and executing and expanding the network.
  • Solely PR work for my VP- Pranavv Puri managing his communications, organization announcements etc along with managing his schedule.
  • Leading "GSG Career fair 2024" along with senior leaders and stakeholders from other business units and created a dedicated team to carry out the smooth functioning and planning for the event.

Education

Secondary School Education: Mumbai board -

St. Mary's High School

Higher Secondary Education: Commerce -

Navi Mumbai

Bachelor of Mass Media Studies: Advertising -

S.I.E.S College Of Arts, Commerce & Science

Skills

  • Experienced with MS Office tools
  • Stakeholder relationship management
  • Initiative-driven
  • Effective time management
  • Cross-functional collaboration
  • Analytical decision making
  • Effective issue management
  • Analytical skills
  • Detail-oriented observation
  • Aptitude for problem-solving

Languages

English
Hindi
Marathi
Urdu
Spanish
Beginner (A1)

Timeline

Team Assistant

American Express
03.2023 - Current

Senior Account Protection Specialist

American Express
06.2021 - 03.2023

Technical Support Advisor

Dell Technologies, Concentrix
09.2020 - 06.2021

Flight Attendant, Customer Service Trainer

SpiceJet LTD
12.2016 - 09.2020

Higher Secondary Education: Commerce -

Navi Mumbai

Bachelor of Mass Media Studies: Advertising -

S.I.E.S College Of Arts, Commerce & Science

Secondary School Education: Mumbai board -

St. Mary's High School

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Rumana Shaikh